Encourage repeat business

At Jet Ski of Miami and Fisherman’s Boat Group (Ranked 62 in 2006), a newly developed Business Development Center coordinates customer contact and monitors customer service.

In short, that department is charged with following up with customers to ensure that any and all issues are addressed. Trained and scripted representatives contact customers using a rigid, predefined format to ensure that any small problems are flushed and remedied quickly before they fester and become irreparable.

“The increased customer contact allows the customer to know that we care and increases the level of our relationship,” explains Garrett Hayim, president. “A happy customer is twice as likely to return to our dealership for all future business.”

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